Contents | Welcome from the chief executive | Who we are | What we do | Contents How we work | Our stakeholders | Our business | Arriva UK Bus | Arriva UK Trains | Arriva Mainland Europe | Corporate responsibility Arriva is one of the largest providers of passenger transport in Europe. Our buses, trains and trams provide more than 1.5 billion passenger journeys every year. We deliver transport solutions for local and national authorities and tendering bodies. For communities and the users of public transport we offer transport choice and the opportunity to travel. Contents 1 Welcome from the chief executive 2 Who we are 4 What we do 7 How we work 10 Our stakeholders 12 Vítejte Our business 14 Arriva UK Bus 16 Arriva UK Trains 22 Velkommen Arriva Mainland Europe 28 Welkom Herzlich willkommen Corporate responsibility 48 Witajcie Our approach 48 Safety 49 Employees 52 Üdvözöljük Environment 56 Benvenuti Community 60 Welcome Bem-vindo Vitajte Bienvenidos Välkommen Merhba Arriva | Sharing the journey 1 Contents | Welcome from the chief executive | Who we are | What we do | How we work | Our stakeholders | Our business | Arriva UK Bus | Arriva UK Trains | Arriva Mainland Europe | Corporate responsibility Arriva has a proven track record of delivering on our commitments. That principle is why we retain so many of our contracts, why we are a valued and trusted partner, and why people enjoy fulfilling and rewarding careers with us. Arriva is on a journey of continuous improvement. modes of transport, in different geographic and We are close to our markets and this enables us to regulatory environments. That experience enables us predict and respond quickly to change including to enter markets new to Arriva, whether by mode or complex legislative requirements and increasingly location, across Europe and potentially beyond. high customer expectations. To our clients, we are a valued, trusted partner and Our healthy approach to embracing change and strategic adviser, and we share the same key drivers: commitment to improvement has helped build a efficiency, reliability, value for money and customer resilient business which positions us well for an service. We set the standards for quality and exciting future. customer satisfaction in our markets with many of our businesses proudly reporting record breaking This resilience has also served us well against a satisfaction levels. backdrop of an uncertain economic environment. It provides the platform from which we can pursue To our passengers, we are the local operator that opportunities presented by changing times to helps ensure their day’s activities go to plan. We are further expand our leading market positions and customer orientated and do everything we can to enter new markets. help each of our customers reach their destinations safely, easily and on time. There are a significant number of growth opportunities for Arriva, from buying a small We have an engaged workforce driving our success, business or running transport for local health and our reputation enables us to appoint and retain services, to managing major transport contracts. talented management and top quality professionals. Arriva also has a significant role to play in This brochure will give you a glimpse into supporting transport authorities as they move our business. towards competitive tendering. We help shape the local transport markets of the future by If you want to take a fulfilling, worthwhile journey, offering innovative, customised solutions. share yours with us. We are part of Deutsche Bahn, one of the world’s leading passenger transport and logistics service providers. That backing brings a wealth of international transport expertise, along with access to capital for development and investment. Our breadth of experience in different transport markets is arguably unsurpassed in Europe. We David Martin operate a wide range of contracts across different Chief executive 2 Arriva Welcome from the chief executive from Welcome Strategy The sustainable growth of our company is central to our work and the future of our business. Our comprehensive experience and unrivalled knowledge of transport markets across Europe is what sets us apart: it makes us valuable to clients and passengers, and helps us deliver our strategy. Our strategy is to focus on: capitalising on the growth opportunities presented by transport market liberalisation investing selectively in targeted acquisitions winning and retaining contracts building close partnerships with our stakeholders, including contract-awarding authorities, and national and local governments improving our existing businesses through best-practice governance, constant service enhancement and innovation respecting and developing the skills of our employees. 3 divisions 12countries 16,000+ buses 600+ train sets 100+ trams 47,500+ employees 1.5 billion+ passenger journeys every year ...and still growing Arriva | Sharing the journey 3 Contents | Welcome from the chief executive | Who we are | What we do | How we work | Our stakeholders | Our business | Arriva UK Bus | Arriva UK Trains | Arriva Mainland Europe | Corporate responsibility Arriva’s roots are in Sunderland in the UK, where we still have our head office. Back in 1938 the Cowie family opened a second-hand motorcycle shop in Sunderland - the first venture by what has grown to be an international business trading across Europe. Introducing our parent company Deutsche Bahn AG is a leading DB Schenker is the second biggest worldwide provider of transport worldwide provider of transport and and logistics services. logistics services, delivering: 415 million tonnes of freight Based in Berlin, Deutsche Bahn was shipped via rail each year, in We entered the UK public transport founded in 1994. Today, it operates in addition to air and sea freight more than 130 countries worldwide market in 1980, and became the 81 million shipments sent via and employs some 291,000 people in country’s second largest bus company European land transport each year. in 1996. We began our journey in the more than 300 different occupations. mainland European bus market in 1997 Vision Deutsche Bahn’s mission statement is with an acquisition in Denmark. Deutsche Bahn’s vision is to expand its to be a customer-orientated, likeable, We entered the mainland European rail leading market positions to become resource-saving and economically market in 1999 in the Netherlands, the world's leading mobility and successful company. and the UK rail market in 2000. logistics company, by offering innovative solutions, focusing on DB Bahn is a leading provider in the We are now established as one of the intelligent integration and setting the European passenger transport market, leading passenger transport operators standards for quality and customer delivering: in Europe. We provide bus and train service in its markets. operations in the UK, Denmark, the regional, urban and long distance Netherlands, Portugal and Sweden. passenger transport across Europe Arriva’s role We run train operations in Poland and 4.2 billion passenger journeys a year. As a division of DB Bahn, Arriva bus operations in the Czech Republic, is responsible for the growth and Hungary, Italy, Slovakia, Spain and DB Netze operates the biggest rail development of all Deutsche Bahn’s most recently in Malta. network in Europe, managing: regional passenger transport outside of Germany. In 2010 we were acquired by Deutsche 5,700 train stations Bahn of Germany and subsequently 64,000 km total track length. sold our German operations, which we had grown to a £400 million turnover business over five years. 4 Arriva Arriva – Key recent events Who we are 2011 Begins a 10-year contract to operate bus services in Malta (right) Arriva's German operations are sold, completing the undertakings given to the European Commission by Deutsche Bahn on its acquisition of Arriva 2010 Is acquired by Deutsche Bahn of Germany Starts an eight-year Jutland rail contract in Denmark (right) Begins the bus element of the Achterhoek Rivierenland bus/rail contract in the Netherlands Begins an eight-year bus contract in Halland, Sweden Awarded and begins a 10-year Polish rail contract Begins a five-year contract to operate and maintain the Metro do Porto tram network in Portugal 2009 Begins a 164-bus operation in Stockholm, Sweden (right) Expands Swedish rail operations with a second contract between Göteborg and Örebro Begins a 12-year contract providing rail services between Freilassing and Berchtesgaden in Bavaria, Germany 2008 Acquires UK bus, coach and airport-related transport operator TGM Increases stake in Barraqueiro in Portugal to 31.5 per cent (right) Acquires Spanish bus operator Empresa de Blas y Cia SL (Deblas) of Madrid Acquires 80 per cent of Eurobus (Hungary and Slovakia) and acquires remaining shares in 2009 Starts the Hoeksche Waard and Goeree Overflakkee bus contract to the south of Rotterdam, the Netherlands Acquires German bus company Südbrandenburger Nahverkehrs GmbH, operating bus services in the Oberspreewald-Lausitz region of Brandenburg 2007 Acquires Madrid bus companies, Esfera and Autocares Fray Escoba Acquires Bosak Bus and Osnado Spol in the Czech Republic Enters a joint venture with FNM Group and acquires 49 per cent of SPT Linea, Italy (right) Acquires Veolia Scandinavia, Denmark’s second largest bus operator Wins a three-year rail contract to operate trains in Kujawsko- Pomorskie in north-west Poland Wins and starts operating the CrossCountry rail contract, UK Enters the Swedish rail market operating the nine-year Pågatåg regional train contract Acquires a majority stake in bus and rail company Osthannoversche Eisenbahnen AG which provides services in Lower Saxony, Germany Through a contract win, acquires 80 per cent of bus operator Neißeverkehr GmbH in north-east Germany Begins operating two new 10-year rail contracts in Bavaria, Germany Arriva | Sharing the journey 5 Contents | Welcome from the chief executive | Who we are | What we do | How we work | Our stakeholders | Our business | Arriva UK Bus | Arriva UK Trains | Arriva Mainland Europe | Corporate responsibility David Martin Chief executive Our executive committee sets Arriva’s strategy and direction.